Job Description

Zones is a global IT solutions provider operating in over 120 countries. We specialize in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed Services. We’re currently hiring freshers for our Service Desk L1 role to join our team in Bangalore.

This is an entry-level role focused on delivering remote technical support to global clients, addressing issues with urgency, clarity, and professionalism.

Responsibilities

Serve as the first point of contact for technical support via phone, chat, or email.
Provide real-time assistance to resolve hardware and software issues.
Troubleshoot and configure desktops and associated peripherals.
Use diagnostic tools to determine the best solutions and walk customers through resolution steps.
Record all incidents and resolutions within ticketing systems.
Escalate unresolved issues to senior personnel following standard protocols.
Maintain updated records of all support activities and customer feedback.
Contribute to continuous improvement by identifying gaps in SOPs and knowledge bases.
Handle tasks and resolve queries within defined SLA timelines.
Ensure consistent and professional communication with users.

Candidate Profile

Strong interest and basic knowledge in IT systems, Windows OS, and technical troubleshooting.
Ability to multitask and work efficiently in high-paced, rotational environments.
Excellent verbal and written communication skills are mandatory.
Prior experience in a technical support or helpdesk role (0–6 months) is a plus.
Adaptability to handle global clients and 24×7 shift rotations.
Must be a team player with a problem-solving mindset.

Technical Skills

Windows OS, IT Support, Troubleshooting, Hardware Setup, Remote Support, Customer Service, Microsoft Teams, Skype, Ticketing Systems, Knowledge Base, SOPs, Diagnostic Tools, Software Installation, SLA Handling, Communication Skills, Email Support, Chat Support, Phone Support

Benefits

Competitive salary package
Medical insurance coverage
Group term life and personal accident insurance
Flexible leave policy
Career development and growth opportunities in the global IT space

About the Company

Zones LLC has been in operation for over 35 years and holds elite certifications with industry leaders like Microsoft, Apple, Cisco, Lenovo, and Adobe. We are a Minority Business Enterprise (MBE) committed to innovation, diversity, and excellence.

How to Apply

Interested candidates should apply directly through the official candidate portal or through our career section. Please ensure your resume is updated and your contact details are accurate.

Note: This position is ideal for recent graduates in IT-related fields looking to start their career in the tech support domain with a global company.

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Service Desk L1 – Fresher